Customer Service Representative

About the job
Title: Customer Loyalty Specialist

Location: Remote (South Africa preferred)

Hours: Monday-Friday, 12:00pm – 8:00pm Central Time (subject to confirmation)

Reports To: Sales Lead / Founder

Salary Range: $1,000-$1,500/month depending on experience (targeting ~$1,300)

About The Company

A fast-growing hearing health platform focused on transforming how people discover, understand, and access hearing solutions. The company combines expert-led content, cutting-edge e-commerce, and personalized customer support to guide users from research to purchase. Their mission is to make hearing health more approachable, affordable, and effective for everyone.

Role Overview

We are hiring a Customer Loyalty Specialist to support prospective and current customers through high-quality, digital-first service. You will be the first point of contact for pre-sales questions and service inquiries, helping customers via SMS, email, and online messaging – direct phone calls. You’ll collaborate closely with internal teams and help deliver a warm, informed, and efficient customer experience that builds long-term trust.

Key Responsibilities

Respond promptly and professionally to customer inquiries through email, SMS, and internal ticketing systems
Create tickets based on voicemails and respond via written channels to ensure customers feel supported
Provide product and policy information (e.g. 45-day return policy) and assist with general support questions
Escalate complex questions to the appropriate internal teams (e.g. audiology, fulfillment)
Use CRM software to track interactions, manage workflows, and document customer issues
Participate in team stand-ups (Monday, Wednesday, Friday) and communicate via Slack throughout the day
Collaborate cross-functionally to ensure seamless handoffs and shared visibility

Key Tools

HubSpot (CRM)
Shopify (e-commerce platform)
Aircall (phone platform for internal use only — no external calling)
Slack (internal communications)

Ideal Candidate Profile

2+ years of experience in customer service, ideally in digital-first or e-commerce environments
Excellent written English — clear, warm, and concise communication is essential
Familiarity with CRM platforms (HubSpot preferred)
High attention to detail and ability to juggle multiple customer threads
Empathetic, upbeat, and solution-oriented personality
Self-starter who can work independently in a remote environment
Comfortable joining internal voice meetings (Zoom, Google Meet, etc.

Success in This Role Looks Like

Fast, friendly responses that increase customer satisfaction and drive loyalty
Seamless internal communication and proper use of ticketing tools
Increased conversion through helpful and proactive pre-sales support
Accurate documentation and follow-up that reduces repeat inquiries

Compensation And Benefits

Monthly salary: $1,000-$1,500 depending on experience
Approx. 1 week of PTO per year + U.S. public holidays
Fully remote work environment
Opportunity to join a supportive, mission-driven team

Customer Service Representative